the certainty that the project will be completed to their complete satisfaction;

and enjoyment of the success.

We must seek to innovate in collaboration with our customers. Innovation leads to greater quality and in turn to ever increasing levels of customer service and satisfaction. We need to deliver an ever-increasing level of productivity and efficiency.

The desire to deliver the highest standards is not sufficient. It needs to be substantiated by measurement. We need to assess our progress against a series of indicators and work continually to improve our position.

We seek to:

Understand the needs and desires of our customers ever more closely

How?

By talking to our customers and feeding back the information internally gained in seminars and discussions.By carrying out post contract reviews of projects undertaken.

Provide a better and more comprehensive service which matches the desires of our customers ever more closely by continually reinvesting in people, plant, buildings and technology.

How?

Understanding the needs and pressures on our direct and indirect customers leads us to move to expand the depth and range of resources available to them by continually investing in our business.

Get things done right first time, safely

How?

By well documented and implemented quality and safety control systems.By doing as well as just saying.By effective planning.By maximising lead in times.By allocating the correct level of resource.By caring continually combined with plain hard work.

Deliver ever-increasing value for money

How?

By forming strategic partnerships with our major suppliers aimed at adding value by reducing misunderstandings, transaction costs, delivery times and increasing our ability to communicate.

By forming strategic partnerships with major manufacturers and our suppliers aimed at:

increasing quality of product bought;

reducing environmental impact of product;

improving product design;

improving communication.

By driving down our costs by:

employing good people and motivating them well;

good management;

continual reappraisal of our activities;

tight cost control of all our activities on a timely and urgent basis;

buying in the best market;

paying our bills on time and trying to negotiate commercial discounts;

employing the latest technologies;

owning all our own vehicles, premises and plant so we don’t incur third party costs associated;

being lean and fit.

Meet or exceed an ever improving set of standards

How?

We continually monitor the industry standards required both formally within ISO9001 and informally using the press.We also monitor safety standards and wider company legislation such as fairness at work legislation.We subscribe to various information providing services such as Croner and industry organisations.

Employ only suitably qualified people and train them in an ongoing and structured way to meet the ever increasing demands of the market place

How?

We offer the best career path and rewards in the industry and so can recruit the best people in the industry. We ensure that what they tell us when we recruit them is correct.We identify training needs both in a formal way under QA and informally and instigate appropriate training courses to meet those needs.

Find new and innovative materials

How?

Using our strategic partnerships with suppliers and manufacturers we continually look for new ideas and translate them into ideas for the market place.

Introduce new methods and technical developments, which will benefit customers

How?

We seek to meet as early as possible in the project cycles in order that we can deploy best value and value engineering techniques.

Set increasingly standards of high integrity and honesty within our organisation

How?

We have a well defined set of guidelines for all personnel defining the standards of integrity which we expect to be adopted. We seek feedback continually using a feedback form, which is confidential. We continually enforce these standards and will not permit deviation even if this means that we lose work.

Devise systems, which enable us to use our experience to predict likely problems and the methods of overcoming them in an increasingly effective manner

How?

We use internal information systems to highlight any ongoing and general problems and take action to correct these. The information flow is driven by the SHEQ department.

Attend to queries and complaints ever more promptly and courteously

How?

Our quality control system measures the level of complaints and our speed of response to and the resolution of these complaints resulting in a very low level of complaints.